• CLIENT LIASON AND COORDINATION: Functioned as the primary liaison between the client, project manager, and commissioning team to gather and manage all client network requirements for UC collaboration, video walls, streaming media systems, and digital signage.• PROJECT KICK-OFF: Participated in kick-off meetings with internal teams to discuss the project scope and timeline and establish common goals.• DESIGN REVIEW: Evaluated audiovisual design drawings created by desk engineers to identify deficiencies or potential issues, collaborating with the client to finalize network information for AV equipment on the local network.• CLIENT MEETINGS AND SCHEDULING: Organized client meetings to discuss and facilitate project-specific network requirements, including network IP information, UCC licensing, credentials, and network AV drawings.• DOCUMENTATION AND SHAREPOINT MANAGEMENT: Uploaded project network information to SharePoint to enable shop-test engineers to configure and shop-test equipment before shipping.• SITE SURVEYS AND PROJECT DESIGN: Conducted site surveys in Illinois and Wisconsin, resulting in the design and engineering of AV projects.• NETWORK TOPOLOGY VISUALIZATION: Created Visio network topology diagrams at the client’s request, detailing equipment functionality and purpose.• TECHNICAL SUPPORT AND ESCALATION: Served as the first-level escalation for network issues during installation and after project completion.• AV EQUIPMENT AND TESTING: Staged and shop-tested audio/video conferencing devices, including configuration and firmware updates, prior to shipment for installation.

• DOCUMENTATION: Created and maintained technical documentation, such as field installation manuals, project orientations, checklists, and site survey forms.• FIELD SUPPORT: Participated in field installations for Proofs of Concepts and pilot projects.• SUBJECT MATTER EXPERTISE: Subject Matter Expert for specific projects and internal non-technical staff.• SERVICE MONITORING: Monitored service call queues to ensure services were delivered as per expectations and SLAs.• PROJECT COORDINATION: Provided updates to project managers regarding technician skills, site issues, delays, and scope changes.• TECHNICAL SUPPORT: Addressed Level 1 technical escalation from the field.• EQUIPMENT ASSISTANCE: Assisted with work creation, project kickoff, equipment ordering, and technical expertise.• INSTALLTION TASKS: Low-voltage wiring, including Cat6/Cat5e and speaker wiring.• POS SYSTEMS: Installed and configured various retail POS systems (Aptos, HP, IBM, NCR), wireless handhelds, PIN pads (Verifone, Ingenico), and tablets.• OFF HOURS TEAMS ROTATION: Rotated on-call duty within the Field Services team for critical dispatches.• SALESFORCE MANAGEMENT: Used Salesforce for case and task management.

• Responsible for the implementation and maintenance of TDM and SIP-based audio and web Avaya S6200 and Viper Conference Bridges. This includes evaluation, installation and configuration of new platforms with new software and hardware releases to ensure the customer demands are met on a timely basis.• Administration and maintenance of network infrastructure such as multiplexers, TDM circuits, data circuits, session border controllers and other devices as it relates to the conference bridges.• Telecommunications traffic management – manage capacity based on scheduling across fifteen teleconferencing bridges.• Salesforce Trouble ticket reporting – working with both internally as well as with carriers to troubleshoot connection problems with inbound lines to the teleconferencing system. • Analyze 800 and toll carrier traffic by the identifying the root cause of issues.• Quality assurance and testing – scheduled and test changes to the bridging network to insure stability before production rollout. • Participate in the weekly 24/7 on-call schedule for off hours and weekends.

• Support LAN/WAN/Telecom administration & network infrastructure for 40 Macy's and Bloomingdale's North Regional Retail Stores. • Primary Analyst for 20 Chicagoland Macy's and Bloomingdale's stores and case incident management of First Choice Ticketing System.• Onsite support at Chicago Macy's Regional District office for user tablets, desktops/laptops (Dell, HP, Lenovo, Apple) by maintaining Windows operating systems (XP,7,8), Windows Office products and Lotus Notes Administration.• Move, add and changes for Avaya/Lucent Definity PBX voice systems and voicemail/VRU servers.• Re-terminate and/or cross connect patch cables as well as troubleshoot phone systems from the handset to the PBX. • Installation and configuration of Cisco 2900/3500 series switches for POS (Point of Sale), RF technology, printers, VRU’s and desktops/laptops.• Installation and management of Spectralink RF Vertical IP 2500 Gateway Servers for Chicago area stores.• Configuring of Cisco Aironet 1200 Wireless Access Points and Spectralink Wireless IP phones.• Work with assigned store technicians to resolve customer impacting issues in a timely manner.• 24/7 on-call schedule for off hours and weekends

• Install, troubleshoot, and maintain telecom infrastructure, applications and carrier services.• Work with long distance carriers (Verizon, AT&T, Qwest, Sprint,) to troubleshoot, repair and maintain PRI, DS1, DS3, POTS & 800 toll free numbers. • Mid-level troubleshooting - switch & voicemail infrastructure, carrier services, telecom applications such as VOIP and telecommunications monitoring.• Installation and maintenance of dialer Ensercle VOIP equipment.• System alert email notification as well as off hours on-call support for network impacting outages.• Move, adds, and changes for telecommunication equipment such as Nortel MICS/CICS & CallPilot Voicemail and Avaya Partner systems.• Building and routing toll free number terminations to IVR system and campaigns.• Assign toll free number terminations and allocating of toll free number routing plans.• Inventory of network circuitry by entering into a shared system for team viewing.• Monthly billing of carrier circuits such as voice local/long distance & data (Verizon, AT&T, Qwest, Sprint, Global Crossing) within network infrastructure.• Overlook monthly voice/data carrier billing by ensuring monthly circuit rates/LD rates match original signed contract rates. Updating of system database with circuit numbers and rates.• Maintain Sprint company cell phone administration of 150 users by overlooking employee rates and monthly usage.

• Installation and configuration of in-store voice/data, wireless systems and services.• Provide technical support to Field Service Technicians.• Provide 24x7 voice technical support for pharmaceutical retailers nationwide.• Remotely manage and support voice/data services as well as on 24x7 on-call rotation. • Conduct MAC (move, add and changes) order for customers nationwide. • Programming of Nortel (MICS, CICS, 8x24 and BCM) and Panasonic DBS Key Systems.• Installation and configuration of Spectralink RF Wireless I.P phones.• Direct communication with on-site field service technicians to resolve customer issues in a timely manner and to accurately record them into problem management ticket system.• Management of Nortel customer database for system dial up PBX access.

• Monitoring and troubleshooting of 254 Lucent BSTDX-9000 Frame Relay and Lucent CBX-550 ATM switches utilizing HP OpenView, Tellabs Titan 5500 DACS (Digital Access Cross Connect System).• Monitoring and troubleshooting of WAN technologies including DS1, DS3, OC48, ATM, FDDI, HSSI, Serial, Ethernet, Token Ring, ISDN, Frame Relay and PVC's.• Troubleshooting of carrier circuits by various remote test loops to determine problem resolution.• Monitoring call center statistics and QoS (Quality of Service) to ensure network reliability and connectivity.• Management of trouble tickets to ensure customer's issues are resolved in a timely manner.• Responsible for escalation management and conduct SWAT calls to resolve customer impacting issues.• Building 800 toll free routing plans and routing of toll free numbers using AT&T Route It. • Management of Geotel Monitoring System which generates alarms for circuit connectivity and network optimization for deliverance of superior performance. • Coordinate vendors and carriers in problem isolation and resolution process.